Business Profile

Auto Repairs

Monro, Inc.

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Complaints

This profile includes complaints for Monro, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

900 total complaints in the last 3 years.
368 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/07/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Made an appointment to have this repair shop find a loud noise coming from my wife’s car. On 1/28/23 I left the car at 12:00pm. My original receipt and invoice shows the car being checked in at 12:30pm. They called and told me the noise was from bad front brakes. I have been a loyal customer for over 15 years so I trusted and believed them and told them to fix the car. Soon after, my wife got a citation in the mail for going through a red light that was caught on a traffic camera. The time of the offense is 12:39pm and the fine is $85.00. This happened as the mechanic was road testing the car to diagnose the problem. I have confronted the shop on three different occasions and they did admit it was their employee and they would reimburse us for the fine and a manager would call. As of today, I have not gotten any calls nor have I gotten reimbursed for the fine. I have written to their corporate office in Rochester, NY but they too seem to be ignoring me. After spending $779.00 on a brake job I may or may not have needed the noise in the car was still there. The problem was diagnosed as a bad wheel bearing by a different mechanic which is costing us even more so getting stiffed for the red light violation is painful and insulting. Needless to say, my family will never do business with Monroe, a company of cheats and liars.
Business Response
Date: 04/14/2023
This letter is in response to the complaint from ******* ********, #********. The
location at which Mr. ********’s vehicle was being serviced did enter a refund
into our system reflecting the cost of the red-light citation Mr. ********’s
wife received. The refund for the $85
citation was processed as a check back to the guest on April 1, 2023, and the
address as to which the check was mailed is the same address the guest has provided
in this complaint. This matter is being
addressed at the shop as well.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:04/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I didn't have time to go to the Mr. Tire to get my oil changed because of there schedule and mine. They have done my oil change for the last 3 years. So, I stop at another facility to get a oil change, but they ran into some issues due to Mr. Tire over tighten my skid plate screws as well as my oil filter. They were able to finally get the skid plate screws off but the oil filter would not come off even with breaker bar. They advised me that they didn't feel comfortable putting too much force on the oil filter because it shouldn't be on that tight and that I should take it back to Mr. TIRE and have them loosen my filter. This is the third time they have done something wrong on my truck and I'm the one that has to pay. One employee was even terminated who worked on my truck for wrong doings. So I called ahead to Mr. Tire and informed them of the situation and to advise them I would be coming to get my oil filter loosened. Upon arriving at Mr. Tire I was advise that they would not fix their mistake unless I got an oil change which I refused because I've had too many problems from this location and didn't feel safe letting them work on my truck anymore. I just wanted them to loosen my oil filter so I could go somewhere where they know how to replace things back to factory specs unlike Mr. TIRE. I feel that I am owed the amount of my oil change at minimum for a 2015 **** * *** that takes synthetic blend high mileage oil which usually cost me around 80 dollars with tax. They have horrible customer service and no professionalism. They are horrible mechanics and are always trying to upsell you on unnecessary things when they can't even do oil changes correctly.
Business Response
Date: 04/14/2023
We
apologize that Mr. ***** had this experience with one of our locations. We will not be refunding Mr. ***** for the
oil change that he had performed at an outside shop. We have entered a formal complaint regarding
his experience for it to be addressed by the management that oversee that
location to ensure that all protocols are being followed during service. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 04/17/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

Regards,

******* ****
Initial Complaint
Date:04/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 17,2023 2:30pm my car was have problems I didn’t know what was wrong, so I took it to Tr.Tire 1062 park Ave W. Mansfield Ohio 43906
To check it out and to be fixed.
They fixed something but that wasn’t the problem the engine coil spring broke
WarrantyCompany decided to send the engine block instead of buying one from them that was 12 days when they receive the block it was on a Tuesday afternoon they did not check it to see what else they do for the job on Saturday. They decide to work on the car. Now they need to order filters for the car so they could work on the car Monday they called WarrantyCompany to get approval for the filters. Filters came in on Tuesday I decided to work on the car Thursday Thursday days on the engine block and there’s a sticker that says keep the warranty install a new exhaust manifold so they had to call the warranty company for any manifold
It’s a dealer item. It’s at 12 days to come out here on Thursday morning
They said I will have my car by Sunday Sunday comes around. The car is still not fixed Monday morning. It should be done by the end of the day Monday at the end of the day car is not fixed. It’s they stated that it should be done by Wednesday I called Wednesday are still not fixed they don’t know when will it be fixed and not giving me a pacific date of when my car is ready for me to take home
I’ve been paying $50 a day back-and-forth to work from my coworkers I have to miss doctors appointments because I do not have a car after the 12 days of waiting for the engine block I returned the Rent-A-Car I had to pay my coworkers 21 days at $50 today to give me a ride back-and-forth to work that came out 1,050 and still paying more to date

I want my car and want them to pay at least half my transportation because of the net negligence of not looking at the part, when it first came in like every other business owner would do when a part come in, inspect the part and see what you need and order a quarter
Business Response
Date: 04/14/2023
This letter is in response to the complaint from ****** *****
************, #********.            We apologize
that the service on Mr. ************’s vehicle has taken as long as it has to
complete. The shop is working as
diligently as possible to complete the repairs for him. Mr. ************ has contacted my office
prior to sending a complaint to the BBB regarding this matter and the
management that oversee the location are aware and are addressing this matter
with the personnel at the shop. We have
also sent Mr. ************ a Service Certificate he is able to use on future
service for the inconvenience and the shop is discounting the services as well
that Mr. ************ would be responsible for.   There would be nothing further we would be
able to do to assist with this matter at this time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 04/24/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Yesterday I paid for my car they said it was done but they didn’t it’s the alternator there was nothing wrong when I came now it’s broken

Regards,

***** ************
Business Response
Date: 04/27/2023
This letter is in response to the complaint from ****** *****
************, #********.            If there is
a concern with Mr. ************’s vehicle currently.   We would ask that he take the vehicle to a
shop of his choosing to have the vehicle diagnosed and send us the
documentation regarding their findings and we can review it at that time.Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Initial Complaint
Date:04/05/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 18,2019 we purchased 4 ***** **** A/S tires...size 225/65R17 for my husband's (****** *******) 2010 ********* ******* for $640.01 which included the Lifetime Install Package and a 55,000 mile warranty on the tires. On Feb 17,2023 I incurred a puncture and pulled into the same ***** #**** we bought the tires and was told by the then manager Ryan *********** that he could not fix the tire as he was only one working. Told me i would have to wait til tomorrow (which did me no good sitting in thier lot with only 10psi remaining in tire and that i'd have to go elsewhere,....no offer of air to put in tire to get me to another shop. I did drive the slow two miles to ***** ***** and was taken right in and charged $27.41 for the repair(which would have been no charge at ****). I made an appointment for our scheduled service and tire rotation at same ***** for Feb 23, 2023. When i went to counter to pay I was told that the 2 front tires needed to be replaced. Ryan said that since the tires only had 26,661 mi of wear on a 55,000 mile warranty that the two tires would be replaced at no cost to me for the tires or labor. He ordered the tires and said they would be at the store in 24 hrs and scheduled an appointment for me to come in the next day on Feb 24 at 10:00. I went in for appointment and was told tires did not come in and that I would be called when they did. At the end of the week I hadnt recieved a call so I stopped in and was told that the tires had come in but they had sold them to someone else. He said when tires are ordered they dont keep track of who they are ordering them for! He reordered them while i was standing at counter and should me the order form he had then submitted. I called on March 3,2023 and was told by Ryan the tires were in and he gave me an 8:00 appointment on March 7, 2023 to have them installed . (I will attach the remainder of this complaint to an email *********************************** **** ****** *** ********* *********
Business Response
Date: 04/14/2023
            To assist further
I would ask that ****** provide us with the documentation from ***** *****
where he had his tires replaced and I will review them with the director to
provide a resolution. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 04/17/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

Regards,

****** ****
Business Response
Date: 04/26/2023
            I was able
to locate the original invoice of purchase from January 18, 2019, by Mr. ****** ******* and I will be processing a refund for the cost of the two front tires
as well as the tire repair due to the shop not providing the service as they have
promised causing Mr. ******* to take the vehicle to an outside shop to have the
tire repaired and replaced.             The amount
of the refund will be $247.83 and this will be put into our check batch for
next week.  Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 04/26/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ****
Initial Complaint
Date:04/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am complaining about the service from Mr. Tire Auto Service Center @ 755 Panorama Trail South Penfield, NY 14625 ###-###-####, On June 4-2021, I came to Mr. Tire to get my oil changed I spoke to Brian B**** Store Manager to make the appointment. I spoke with Dan A****** Technical Service Manager his tech came back and said to me that the (R) side (Ball Joint) was bad and that I need to have the part replaced. I was told that the part that was on my ***** ******* was defective and did I wanted to have it replaced, I said yes, I didn’t want to be driving my car dangerously. Little did I know that they did not fix the part they just lubricated the part and never put the New Part on my ***** *******. Believing that my car was fixed I paid $422.26 for the service, I called the company ***** ***** and spoke with the manager ****** ****** for my appointment on April 1, 2023. I went to ***** ******** **** **** ********* * *** ******** ** **** ********** ** ***** ###-###-#### to get 4 new ***** because my car is due for NYS Inspection. I talked to the assistant manager ****** ****** who told me that the (R) (Ball Joint) was bad and needed to be fixed. I had replaced that through Mr. ***** in 2021. He brought me to the back and showed me the bad part. I called Mr. ***** and told them that the job they did not due now I have to get someone else to do it. The assistant manager at ***** ***** on speakerphone with Mr. ***** both Dan A****** and Brian B**** who said “that this company ***** ***** trying to blackball me they're trying to get more money from me. I asked them to video the old part that was on my car before they take it off which they did. I had to pay ***** ***** $830.65 for the service they had done. What I want is my money back from Mr. ***** $422.26.
Business Response
Date: 04/06/2023
This letter is in response to the complaint from ****** ******,
#********.            We apologize that Ms. ****** had a poor experience
with our service that was provided at the Panorama Trail Mr. Tire
Location.   I would ask if Ms. ******
could provide documentation of the services being redone at ***** and we can
review that documentation at that time.   Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:03/30/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We took our vehicle in for maintenance, in end of February, and found out we were charged for serviced last year that was never performed. They made good on that, however, when we left last year, all dash lights were on and they couldn't get them off. We took it back again and they have had the vehicle for three months now and still haven't figured out what it going on. The manager wanted to take it to the ****** Dealership up the street for assistance, and the Regional Manager said "under no terms are we going to pay for that". They cannot figure it out, keep trying but won't get additional help and instead, I have a car that is useless because the Regional Manager. They effectively broke my car last year and will not fix it. I have not taken it off the lot because I am expecting them to make good and do right and take care of their mistake. It's ridiculous.
Business Response
Date: 04/05/2023
April 5, 2023 Better Business Bureau*** ****** ***** *****
******** ** ***** This letter is in response to the complaint from ***** ******, #********.             First and foremost, I would like to apologize that
Ms. ****** has had this poor experience with one of our locations.   I spoke with the manager of the location at
which Ms. ******’s vehicle is currently and he did state that the former
management of the location did not do right by Ms. ******s vehicle however they
have been doing their best to try to correct the errors of their ways.   Most of the vehicle has been repaired at
this time currently there is an ABS issue with the vehicle, and they believe
the only option at this time would be to take the vehicle to the ****** dealership
and ask that they fix this concern.   The
manager stated that they have been in contact with the guest through this
process and we apologize that this has taken so much time to resolve the
concern.   The Store manager will be back
in contact with his upper management regarding the vehicle being taken to the
dealership to rectify this matter. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Customer Answer
Date: 04/10/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. as long as they actually take the care somewhere to get fixed. I was told they would and it never happened previous.

Regards,

***** ******
Initial Complaint
Date:03/29/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 03/31/2021 I bought 4 tires from Tire Warehouse at 1215 Roosevelt Trail in Raymond Maine. The total cost was $335.96. The paperwork I was provid** show** a mileage warranty of 55,000 miles. My odometer show** 100,803 miles at the time of purchase. (See attached). On 03/17/2023, I had my vehicle inspect** at Main St. Auto in Cumberland, ME. They inform** me that all 4 of my tires would not pass inspection due to tread wear. My odometer show** 125,510 miles or 24,293 miles since I purchas** the tires. I call** Tire Warehouse and was told that they would not honor the warranty unless I show** proof of periodic tire rotation and alignment as it was a "manufacturer warranty" and not cover** by Tire Warehouse. I was not inform** of any of this at the time of purchase and it is not shown on any paperwork I receiv** at the time of purchase. (See attached). When I brought my vehicle to Tire Warehouse, they repeat** that they would not honor the warranty. I had to purchase tires from Main St. Auto in order to pass inspection. I have attach** all the paperwork I receiv** at the time of purchase. The resolution I seek is to receive compensation for the cost of the tires at whatever rate is standard for the industry.
Business Response
Date: 03/30/2023
March 30, 2023 Better Business Bureau *** ****** ***** *****
******** ** ***** This letter is in response to the complaint from ** *******
#********.             I apologize
that ** was dissatisfi** with his experience with our location regarding his
tires however our store is correct. We
are unable to warranty tires if a guest is not able to produce documentation
showing that they have properly maintain** the tires while they have owned
them.   The proper maintenance would
include rotations of the tires every 5000 – 6000 miles as well as an alignment check
on the vehicle at least once a year.   If
such documentation can be provid** we would than be able to prorate the cost of
the new tires as per the mileage that has been driven on the tires. Thank you for your time, Theresa G*******Guest Service s Manager Monro Inc.
Customer Answer
Date: 04/02/2023
Better Business Bureau:

I have review** the response made by the business in reference to complaint ID ********, and have determin** that this does not resolve my complaint. For your reference, details of the offer I review** appear below.

Regards,

****** ****** The question in this complaint is not what the business requires in order to honor their warranty. The problem is their failure to inform me of these requirements. They told me when I contact** them about the defective tires that this was not their warranty, but a manufacturer's warranty. They further stat** at this time that the manufacturer requires written proof of tire rotation and alignment. At the time of purchase, I was not informed, either in writing or verbally that: 1. The warranty was not through Tire Warehouse, but through ***** ****, and 2. I would ne** to have proof of all tire rotation and alignment perform** on the vehicle in the two years that I own** the tires. Had I been inform** of what was required, I would most certainly have document** all alignments and rotations perform** on the vehicle. The person at Tire Warehouse told me that this was "normal vehicle maintenance". I agree. However, I was not told to keep written records of this "normal" maintenance.
Business Response
Date: 04/05/2023
April 5, 2023 Better Business Bureau*** ****** ***** *****
******** ** ***** This letter is in response to the complaint from ** *******
#********.             We
apologize that this information was not relay** to you by our location as to
what the manufacture warranty requires for a warranty claim to be processed
however there would be no further action we can take regarding this matter. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:03/28/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased 4 new tires by this company on 7/7/2022 The tire brand "*******" was recommended I noticed issues with my tires 12/22 I had my vehicle inspected by my mechanic due to a roaring sound coming from my car. NO issues with my vehicle. All 4 tires were cupping on the edges. I contacted the store on 3/7/23 & was told there was nothing they could do. Requested to speak with the District Manager was told he would call. Never received a call. Called customer service 3/14/23 requested a supervisor left message for Theresa, she returned my call and stated I would need to have my vehicle inspected at one of there locations. 3/16/23 Took my vehicle to store #**** car inspected by the manager who stated there was nothing wrong with my vehicle and that the tires on my car were not good for the type of vehicle I had Called Customer service spoke with Loraine who contacted store#**** and spoke with the manager about pro-ration for my vehicle. I called the store on 3/17/23 to order new tires appropriate for my vehicle&asked about the pro-ration & price. I was told he would get bck with me. Called 3/22/23 to inquire about tires, I was told they came in 3/21/23, manager was busy & would call Never received a call I left a message for Theresa on 3/22/23 in regard to the pro-rated cost and issues. Never received a call back. 3/24/23 called customer service I was told the Director Camilla was not in & I could leave a message. 3/25/23 Left a message. No return call from Director. 3/27/23 spoke with a rep who stated managers weren't avail and that the District manager should be able to help me, she stated she would have him call me today and I should here from him. No call from the DM after waiting by my phone all afternoon. 3/28/23 12:20pm Called customer service spoke with Loraine she took down my number to relay to supervisor, No return call. I don't trust this company to do any further business with.My safety was and has been put at risk and they do not value there customers.
Business Response
Date: 03/30/2023
March 30, 2023 Better Business Bureau *** ****** ***** *****
******** ** ***** This letter is in response to the complaint from ****** ****,
#********.             Ms. **** has spoken with my office multiple
times regarding her tires, and she has also spoke with another one of our
locations regarding the changing of the tires due to them being the wrong rating
for the vehicle.   I spoke to our second shop,
and they have the new tires for the guest and are awaiting her to bring her vehicle
to them for them to do the tire change over for her.   I apologize if there was confusion with how
the shop was going to handle the matter however, they have the new tires in
stock and are ready to assist Ms. **** regarding the tires. Thank you for your time, Theresa G*******Guest Services Manager Monro Inc.
Customer Answer
Date: 04/05/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

****** ****

I have spoken to this office multiple times. Each time there has not been a resolution because customer service has to contact the store location in order for the General manager who has now been told to return my call 3x has not. The tire location does not know how to compute any pro ration cost per the store manager. They quoted me a cost of over $1,000. I was told the manager would call. The store has not contacted me to this date. My several calls are to speak with the manager and or director. I’m told the manager is not available and I’ve only received a call back from her from my initial call on 3/14/23. I called 4/5/23 and I’m still getting the run around from this company.Customer service keeps contacting the store and district manager and I still have not heard from them and it’s been a month. The tires are no good. Once I am refunded the full amount I will gladly bring all 4 tires and return them back to the company. Until then this company expects me to take my car to have my tires removed and then refunded while my car is left with no tires? Again I am requesting a full refund. I will bring in the defective tires. The tires still have a manufactures warranty in which the company needs to take up the cost and issue with the manufacture. This is time consuming and an inconvenience. If I am not issued a refund within the next 24 hours I will be taking my issue and complaint to the CEO of this company.
Business Response
Date: 04/07/2023
April 7, 2023 Better Business Bureau*** ****** ***** *****
******** ** ***** This letter is in response to the complaint from ****** ***l, #******** .            We have been in contact with Ms. **** regarding her tires and have asked her to set an appointment with our second
shop to have them take care of the warranty on her tires.   The store manager at the second location also
has tried to contact Ms. **** in order to rectify this situation.   We as a company have attempted to rectify
this situation with Ms. ****** vehicle multiple times.             Ms. **** would need to set the appointment with the second shop and they will proceed to
rectify the matter. Thank you for your time, Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:03/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have NY brakes replaced 3 weeks ago and they were making a terrible noise afterwards, I went back uo there and the manger said brakes needed to be broken in. After another week I went back and asked him to look at it and he refused saying. We didn't do anything wrong it's the brakes you bought. I went to another mechanic and they had to fix my brakes, the stripped out my lug, didn't replace the hardware on My brakes using the old hardware and the back brakes wernt installed correctly and the brake was digging into the rotar metal on metal. I called with this information and documentation asking for a refund they said they would call me back immediately about it and never called. They will not return my calls now. Very unprofessional. I want a full refund my brakes are damaged now, I had to replace the lug mount and need a new rotar on the back.
Business Response
Date: 04/05/2023
This letter is in response to the complaint from ***** ******, #********. I apologize
that ***** was not completely satisfied with the brake services provided on her
vehicle and that our location was not able to assist in this matter. I would ask at this time that Ms. ****** provide
documentation that she has had the services redone elsewhere with the description
of what was causing the concern and what it took to repair the issue and we can
review it at that time.Thank you for your time,Theresa G******* Guest Services Manager Monro Inc.
Initial Complaint
Date:03/23/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/12/2019 I purchased a car battery with a 5 year warranty. Unfortunately on 1/19/2023 the battery died while I was away from home & I had to buy a battery elsewhere. 2 weeks ago I contacted KenTire about reimbursement. I was told that the corporate office would have to handle my request & salesman would give me a call. The 2nd time I was told that he had to speak to his manager. I have been rudely ignored. No one has called
Attached are the invoices from original battery & the lasted battery
Business Response
Date: 03/24/2023
I have
reviewed the documentation that ***** has provided and the way that the Battery
warranty is written is the first three years the battery would be covered in
full and the last two years would be a prorated amount. So after careful calculation I will be
refunding ***** in the amount of $130.04 for the prorated amount of our
original battery due to it not lasting the entire 5 years. This will be mailed out as a check in our
next batch and can take 7-14 business days for the guest to receive it. Thank you for your time,Theresa G*******Guest Services ManagerMonro Inc.
Customer Answer
Date: 03/27/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards, ***** *******

***** *******

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Monro, Inc. is NOT a BBB Accredited Business.